Avis de recrutement : HIAS recrute un(e) Spécialiste de l’assistance à la clientèle, U.S.
POSITION SUMMARY:
HIAS seeks a Customer Care Specialist to support Customer Care services, including a hotline. This role will report to the Customer Care Manager. The ideal candidate has strong customer service experience and approaches their work with kindness, patience and understanding.
Note, this position is a hybrid role based at our office in Silver Spring, Maryland, and will be required to work 3 days/week in the office and 2 days/week remote.
ESSENTIAL FUNCTIONS:
- Supports HIAS’ Customer Care services, including the hotline and the external call center service provider, with a customer service culture of kindness, patience and understanding;
- Helps to maintain knowledge base of standard answers to common questions (FAQs) asked about HIAS, engaging internal subject matter experts for input; liaises with staff who assist with monitoring incoming inquiries in order to offer appropriate, accurate, on-brand responses;
- Supports efforts in monitoring the [email protected], [email protected] and the Planned Giving email inboxes, voicemail boxes and serves as a point of contact for information inquiries;
- Oversees use of customer service software platform; evaluates inquiries received (source, subject, negative/positive and outcome), analyzes results and reports on metrics to relevant stakeholders;
- Ensures all information received is documented and communicated accurately and promptly;
- Updates donor information in Raiser’s Edge as needed;
- Assists with testing HIAS.org features and functionality for donors and website users to determine efficacy of efforts;
- Performs other duties, as necessary.
QUALIFICATIONS & REQUIREMENTS:
- Undergraduate degree preferred;
- 3-5 years of relevant experience;
- Second language fluency preferred;
- Exceptional customer services skills; excellent written and verbal communications skills;
- Operates with a problem-solving mindset and a proven record of successfully resolving issues to the constituent’s satisfaction;
- Ability to prioritize and multi-task projects in a fast-paced environment;
- Ability to maintain composure and convey a positive attitude while interacting with clients, beneficiaries and coworkers;
- Strong cross-cultural skills, with an interest in human rights and social justice;
- Detail-oriented, independent and reliable.
Apply here